Show:
RTT
Accessories
Loyalty
Tiered Data
FunnyBusiness
100
What are the first questions you should ask first when troubleshooting a device?
When did this start? Where were you when this occured? What service or what is the error saying? Who else is experiencing the same issue? How are you accessing or what steps are you doing? The customer is asking the "Why"
100
What is the easiest and most practical way to hit a 4.00?
Sell the Droid 2 pre package bundle (DRD24PK) Sell a charger, screen protector, and case for the Fascinate or Continuum and get a FREE Desktop charger.
100
Name all the steps for the Loyalty Recap.
1. Review and circle the savings 2. Review the Post Sale Checklist 3. Program phone # and emaill address into device 4. Give them 3 business cards 5. Talk about the NPS Survey 6. Walk around the counter to give them their bag 7. Walk them to the door 8. Floor manager does an Exit interview
100
What % of customers use less than 2GB of data?
96% of 3G Smartphones 90% of 4G Smartphones
100
What company sponsors both Manchester United and the English Cricket team? Hint: They own us too
Vodafone
200
When should a hard reset be performed on a device?
Last.
200
How does a rep get a free Accessory of the Month?
Hit Platinum in 3.0 Society
200
Name the 5 key terms for Device Protection
1. Premium 2. Deductible 3. Equipment 4. Claim Limits 5. Cancellation Policy
200
Name the 5 Data Tiers
1. Pay per use - $1.99/MB Feature phones only 2. 75MB -$10 Feature phones only 3. 2GB - $30 4. 5GB - $50 5. 10GB - $80
200
What did Martin Stone invent in 1888 that millions of suckers use every day?
Drinking Straw
300
What are 3 online resources available to help with troubleshooting? Don't say InfoManager.
1. Doorways: InfoDesk 2. Equipment Guide 3. Knowledge Base 4. VZ Map 5. Technical Support Tool 6. Verizon Wireless website 7. 3rd Party Vendor/OEM websites
300
What is the warranty on accessories?
Depends. Warranty depends on the accessory and manufacturer which can be 30 days, 31 days, 90 days, 1 year, and 2 years. Check the Accessory Pricing for information.
300
What are the benefits on TEC?
1. Total Equipment Coverage 2. Next day shipping for CLNRs 3. Covers lost, stolen, and damage
300
Name a benefit for you, Verizon, and the customer on the new Data plan.
Your interpretation
300
What does BMW stand for?
Bavarian/Bayerische Motor Works: German automobile, motorcycle and engine manufacturer.
400
In the Technical Support Tool, there are 4 different categories that help you better understand the issue. What are they and what are the differences?
1. How To Guide: Step by Step 2. Troubleshooting Guide: Try This 3. Answer Wizard: Asks the question to guide the fix 4. Hot Topic: Common issues found by the manufacturer
400
Name 3 accessory promotions valid through July
1. 20%/25% Off 2. 4G Accessory promotion 3. Pre packaged Droid 2 and Droid X bundles 4. iPad 2 package 5. Samsung Desktop Charger (b/c it's while supplies last)
400
Name the charges that a customer is responsible for when returning new service.
1. Pro-rated monthly access 2. Airtime/Usage charges 3. Taxes 4. $35 restocking fee ($70 for netbooks and tablets)
400
Why is Verizon changing to tiered data pricing? (Name at least 3 reasons)
Your interpretation
400
Lending her name to a famous brand, who was the Greek Goddess of Victory?
Nike
500
What are 2 Express Service options to tell the customer so they do not have to come back to the store once they receive their CLNR?
1. My Verizon/My Verizon Express - activate 2. VerizonWireless.com/Support - Email setup 3. Cloud based - PIM 4. Back Up Assistant - Contacts 5. My Media Retrieval - GIN apps and music
500
Other than the standard case/holster, wall/travel charger, and screen protectors, name 10 different accessories we sell.
1. Screen wipes 2. Bluetooth/Stereo bluetooth 3. Ear buds/gels 4. Wired headset 5. Headset adapter 6. Desktop Dock/ Multimedia Station 7. Car mount/Cinema Seat/Window mount 8. Standard battery 9. Standard battery door 10. Extended battery 11. Extended battery door 12. HDMI cable/VGA cable/USB cable 13. Arm band 14. Keyboard dock 15. Camera adapter 16. iHome 17. Network extender 18. Battery only charger/Charging pad 19. Portable chargers (iGo) 20. Memory cards 21. Memory card readers 22. Aircard adapters
500
Name 5 of the 7 My Verizon Express enhancements.
1. Iconic Portal will include E# 2. Support up to 10 lines 3. Provide service support for 4G devices 4. Ability to merge an individual plan onto an existing Family Plan on the same account 5. Updated verbiage in account remarks and on activation successful screen to clarify that the customer will need to follow the prompts to activate their device 6. Updated layout in Feature Change selection 7. ‘Change Plan’ button changed to read ‘Change Minutes, Text or Data’ ‘Activate a Device’ button changed to read ‘Activate or Switch Device’ ‘Add a Line’ button changed to read ‘Add New Device’
500
Solve this concern: I use a lot of data. I like to watch a lot of movies from Netflix and play online games. I could get unlimited data on my phone at Sprint.
You could pay for that with Sprint, but you can’t beat the experience you’ll get streaming those movies with VZW. If you’re with the fastest most advanced network in America, it makes a big difference. With one of our cool 4G LTE devices, when you’re in the VZW 4G LTE coverage area, you can download two times faster than on Sprint’s 4G. Also, let me show you how you can complement your data package with Wi-Fi so you can get even more from your data package. Does that work for you?
500
What is Barbie's boyfriend, Ken's last name?
Carson